Gain Grow Retain
345 episodes - English - Latest episode: 7 months ago - ★★★★★ - 34 ratingsIn the podcast dedicated to customer success leaders in the B2B SaaS and tech space, hosts Jeff Breunsbach and Jay Nathan share conversations about growing and scaling subscription businesses with a customer-first approach. The podcast is aimed at SaaS and technology leaders who are facing the day to day challenges of scaling.
This podcast is brought to you by Higher Logic.
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Episodes
Higher Logic acquires Customer Imperative at the intersection of community and customer success
July 29, 2020 15:00 - 19 minutes - 13.7 MBWe've got some exciting news this morning - Customer Imperative has been acquired by Higher Logic, a software platform focused on customer engagement and communities. We wanted to take a moment to reflect on this milestone for us personally, what It means for our Gain Grow Retain community, and the opportunity to come work for Higher Logic. We're incredibly excited about this opportunity and we want to thank all of our friends, families, colleagues, members, and connections who have help...
A Chief Customer Officer can own Sales? w/ Adam Feigenbaum
July 27, 2020 11:00 - 46 minutes - 31.7 MBAdam Feigenbaum Is currently a Senior Advisor for Susquehanna Growth Equity. Before that he worked his way up from Marketing Associate to Chief Customer Officer at ICims, the leading cloud recruiting software. Adam has a fascinating journey and we touch on some key points: His career path and why Chief Customer Officer became a big role In his career How and why he owned the sales function of the organization Why the Chief Customer Officer Is Important to the business -- If you want t...
Customer success is the closest to the customer w/ Kristi Faltorusso
July 24, 2020 11:00 - 35 minutes - 24.7 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: How can CSMs help launch a product Transforming from bookings to customer success focus Economics of a SaaS business and funding sources Technology and content marketing helping long-tail retention -- If you want to join the discussion with thousands of...
Make your customer relationships more personal w/ Ethan Beute
July 22, 2020 12:00 - 38 minutes - 26.1 MBToday we've got Ethan Beute, the Chief Evangelist from BombBomb (a video platform to Insert quick and easy videos Into your customer communications). Ethan also hosts The Customer Experience Podcast which has thousands of listeners. We dive deep Into how personalized video can... -- Increase the effectiveness of your customer communication -- Make your customers feel a more personal connection -- And can take very small amounts of time to execute well for your team Tons of good Ideas on...
Building customer engagement through podcasts, content and community w/ Logan Lyles
July 17, 2020 12:00 - 27 minutes - 18.5 MBToday we've got Logan Lyles, Director of Partnerships at SweetFish Media and Co-Host of B2B Growth Show and The B2B Sales Show. This guy knows his stuff when It comes to creating value for customers In *different* ways. We talked about the value of driving engagement through community and podcasting. He drops several good ways for you to get started *tomorrow*. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowr...
Creating customer success w/ Daniel Cattini and Alex Truman
July 15, 2020 12:00 - 1 hour - 50.4 MBJay sat down with Daniel Cattini and Alex Truman of the Creating Customer Success podcast to discuss everything customer success. They touch on where It should live In the organization, some key strategies that leaders need to consider and advice for listeners. -- If you want to join the discussion with thousands of other customer success leaders, join Gain Grow Retain: http://gaingrowretain.com/ -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative,...
How should a company set up the organization to ensure customer success w/ Kristi Faltorusso
July 09, 2020 15:00 - 31 minutes - 21.6 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that comes Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Where should customer success report In the organization How do move up Into the executive team Build renewal and retention models In B2B SaaS organizations -- If you want to join the discussion with thousands of other customer success leaders, join Gain ...
The sales to customer success transition within B2B SaaS w/ Dave Duke, MetaCX
July 07, 2020 15:00 - 7 minutes - 5.42 MBJay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success. There needs to be a strategic conversation that continues as the deal is closing with our sales team A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront Need to eliminate duplicate Information and create one continuous conversation with the customer -- If you want to join the discussion w...
The sales to customer success transition within B2B SaaS w/ Dave Duke, MetaCX
July 07, 2020 15:00 - 7 minutes - 5.47 MBJay joins Dave Duke of MetaCX around how customer success teams can examine the transition between sales and customer success. There needs to be a strategic conversation that continues as the deal is closing with our sales team A joint success plan can be a way to help create a smooth transition - keeping the customer and their outcomes at the forefront Need to eliminate duplicate Information and create one continuous conversation with the customer -- If you want to join the discussion w...
Creating 'Channel' and 'Partner' success programs w/ Megan Macaluso
June 30, 2020 15:00 - 34 minutes - 23.6 MBMegan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful. Enablement, training and documentation are the table stakes within a Channel and Partner success program. Resellers a...
Creating ’Channel’ and ’Partner’ success programs w/ Megan Macaluso
June 30, 2020 15:00 - 34 minutes - 23.6 MBMegan Macaluso, VP of Customer Success & Operations at ESG, has experience across the customer lifecycle. We brought her on to talk specifically about Channel and Partner programs - In particular, how we enable channel partners to be successful. Creating 'Channel' and 'Partner' programs Is similar to running customer success - we need to be enabling them to be successful. Enablement, training and documentation are the table stakes within a Channel and Partner success program. Resellers a...
Be the quarterback in B2B SaaS w/ Jake Dunlap
June 24, 2020 16:00 - 34 minutes - 23.6 MBJake Dunlap, CEO of Skaled Consulting, drops by the podcast to talk more about the alignment between Sales and Customer Success within B2B SaaS. He drops some tactical advice for our customer success leaders. Some show notes... Companies can be organized and Incentivized on things that are counter-Intuitive to the customer experience The Customer Framework - start with the customer In mind, then build the framework to support around that Incentivize sales teams around the retention and...
Q&A w/ Kristi Faltorusso: GGR Launch, VOC Program, Customer Advisory Board, Account Ownership
June 22, 2020 13:00 - 36 minutes - 25.2 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Gain Grow Retain launch! Voice of Customer Programs (Including NPS) Customer Advisory Boards and how they can be effective Sales and Customer Success - who owns the account? -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer ...
Building customer success for Enterprise B2B SaaS w/ Matt Myszkowski
June 20, 2020 11:00 - 34 minutes - 23.9 MBMatt Myszkowski joins us to talk about how he's part of the team building customer success at SAP. He's the VP for EMEA and has unique challenges when working Inside of a 90,000 person organization. Building a Board Area and concentration around Customer Success Change In the way leadership talks about Customer Success Outcomes-based approach to the customer success team Do we charge for customer success? Can this model work? Preferred Success (For the cloud-based portfolio of customer...
Customer success managers can get more strategic w/ Bob London
June 16, 2020 16:00 - 43 minutes - 29.6 MBBob London joins us today to talk about 'Listening In Customer Success.' He Is a career marketing executive and has turned his consulting business Into providing a unique perspective...from the customer's point of view. In our discussion we cover: Why listening matters to every business (and why we're not doing enough of It) Retention Is more important than any other time In history of SaaS We can't be forcing Interactions - It has to be valuable for both parties Agendaless Listening ...
Launching a community for Customer Success Leaders
June 11, 2020 11:00 - 10 minutes - 7.28 MBToday’s the day... The most impactful customer success community launch in history: Gain Grow Retain is going live to the public. What is Gain Grow Retain? An open, free community, built by and for customer success leaders. We have seen firsthand the power of #customersuccess leaders coming together to learn and grow professionally. Please check out GainGrowRetain.com to become a contributing member.
Q&A w/ Kristi Faltorusso: Relationship mapping, relationship dependency, & customer support and customer success
June 08, 2020 12:00 - 34 minutes - 23.9 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Relationship mapping at organizations Too dependent on relationships How does your customer make money? Freemium, proof of concept and pilot - how are you onboarding customers and applying customer success resources? Customer success and customer support...
Q&A w/ Kristi Faltorusso: Joining a new organization, evaluating talent, the customer journey
June 02, 2020 00:00 - 31 minutes - 21.5 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Coming In as a new leader at an organization Business-case with the CFO Gainsight Pulse: how do you execute so fast on your 120-day plan? Evaluating talent and presenting current employees with new job offers Management frameworks for teams Big goal: dev...
'Sales' and 'Customer Success' in SMB B2B SaaS | Justin Welsh, The Official Justin
May 27, 2020 13:00 - 34 minutes - 23.9 MBJustin Welsh joins us on the podcast, and he has a number of fantastic Insights to learn from his experience In sales roles at a number of B2B SaaS organizations. Justin coaches SMB SaaS founders and sales leaders to accelerate recurring revenue toward $50M. In our discussion we cover: We need to consider how we can listen better to our customers His concept of One Continuous Conversation Compensation could be shifting among the disciplines In a SaaS business Justin doesn't like subje...
’Sales’ and ’Customer Success’ in SMB B2B SaaS | Justin Welsh, The Official Justin
May 27, 2020 13:00 - 34 minutes - 23.9 MBJustin Welsh joins us on the podcast, and he has a number of fantastic Insights to learn from his experience In sales roles at a number of B2B SaaS organizations. Justin coaches SMB SaaS founders and sales leaders to accelerate recurring revenue toward $50M. In our discussion we cover: We need to consider how we can listen better to our customers His concept of One Continuous Conversation Compensation could be shifting among the disciplines In a SaaS business Justin doesn't like subje...
Weekly Q&A: Joint Success Plans, Customer Marketing and What makes a healthy customer
May 25, 2020 12:00 - 58 minutes - 40.5 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Joint Success Plans Customer Marketing Customer Health Executive Sponsors Top Qualities In CSMs -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention stra...
Q&A w/ Kristi Faltorusso: Joint Success Plans, Customer Marketing and What makes a healthy customer
May 25, 2020 12:00 - 59 minutes - 40.6 MBIn a new weekly segment we've asked Kristi Faltorusso, VP of Customer Success at IntelliShift, to join us as we tackle Q&A that come Inbound. Our goal: to give tactical, direct advice to customer success leaders. Today's segment: Joint Success Plans Customer Marketing Customer Health Executive Sponsors Top Qualities In CSMs -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention stra...
Marketing strategy and metrics need to adapt within B2B SaaS | Chris Walker, Refine Labs
May 20, 2020 12:00 - 32 minutes - 22.6 MBWe have Chris Walker, the CEO of Refine Labs, who has focused his career around the future of demand generation. His firm takes a firm approach to leading growth-stage SaaS companies. We sat down to talk through the relationship between marketing and sales within this environment. Some key highlights: -- Retention is generally a metric that is placed upon the CSM (who may not have much control over it). This should really become a business metric that even sales and marketing are held ...
Building the relationship between customer success and finance
May 08, 2020 21:00 - 23 minutes - 16.1 MBWe're joined by Jane Graham, Vice President, Customer Success and Renewals at Kronos, to talk more deeply about the relationship between customer success and finance. Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation This relationship (learning more about the financials) benefits you and the types of conversations yo...
Building the relationship between customer success and finance | Jane Graham, Kronos
May 08, 2020 21:00 - 23 minutes - 16.2 MBWe're joined by Jane Graham, Vice President, Customer Success and Renewals at Kronos, to talk more deeply about the relationship between customer success and finance. Building the relationship early allowed for 'speed' and effectiveness when putting a plan In place during COVID Tracking key metrics - especially the Revenue and Cash-flow Impacts that will be realized during this situation This relationship (learning more about the financials) benefits you and the types of conversations yo...
Leading indicators for churn (CS Leadership Office Hours)
May 04, 2020 13:00 - 26 minutes - 18.2 MB-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- What are the leading Indicators of churn that you're looking to Identify? Relationship breadth Relationship quality Engagement (product, community, content) Industry / Use Case Fit Business Health Presence of Competitor Product & Support Performance How are you tracking customer health and risk? Mainly built Into tools like Salesforce with custom objects Automated aspects Includ...
Leading indicators for churn | CS Leadership Office Hours
May 04, 2020 13:00 - 26 minutes - 18.4 MB-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- What are the leading Indicators of churn that you're looking to Identify? Relationship breadth Relationship quality Engagement (product, community, content) Industry / Use Case Fit Business Health Presence of Competitor Product & Support Performance How are you tracking customer health and risk? Mainly built Into tools like Salesforce with custom objects Automated aspects Includ...
Onboarding: the critical milestone in B2B SaaS
May 01, 2020 11:00 - 34 minutes - 24 MBDonna Weber of Springboard Solutions joins Jay to talk about Donna's recent webinar around onboarding and enablement. First Impressions, confirmation bias and buyer's remorse are all concepts we need to pay attention to. When customers adopt quickly they renew forever - we can no longer use 'hope' as a strategy after the deal closes Onboarding becomes the most critical milestone within the journey The audience during onboarding becomes critical - who are executive sponsors, champions, u...
Onboarding: the critical milestone in B2B SaaS | Donna Weber, Springboard Solutions
May 01, 2020 11:00 - 35 minutes - 24.1 MBDonna Weber of Springboard Solutions joins Jay to talk about Donna's recent webinar around onboarding and enablement. First Impressions, confirmation bias and buyer's remorse are all concepts we need to pay attention to. When customers adopt quickly they renew forever - we can no longer use 'hope' as a strategy after the deal closes Onboarding becomes the most critical milestone within the journey The audience during onboarding becomes critical - who are executive sponsors, champions, u...
Customer success delivering outcomes | Dave Duke, MetaCX
April 28, 2020 14:00 - 9 minutes - 6.4 MBJay joins Dave Duke of MetaCX around how customer success teams can help deliver outcomes for customers: Talk for a few minutes about how MetaCX helps align to outcome delivery for customer success teams Data and analytics becomes a major point in this discussion to tie the strategy to outcomes Collaboration with customers Is a major asset to a customer success team - there needs to be a transparency Customer success plays like the go-to-market function more than we like to admit; they n...
Customer success delivering outcomes
April 28, 2020 14:00 - 9 minutes - 6.24 MBJay joins Dave Duke of MetaCX around how customer success teams can help deliver outcomes for customers: Talk for a few minutes about how MetaCX helps align to outcome delivery for customer success teams Data and analytics becomes a major point in this discussion to tie the strategy to outcomes Collaboration with customers Is a major asset to a customer success team - there needs to be a transparency Customer success plays like the go-to-market function more than we like to admit; they n...
How customer success teams can leverage ’Success Plans’ | Dave Duke, MetaCX
April 24, 2020 13:00 - 11 minutes - 8.09 MBA fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams... Success planning looks very similar to account planning that's been around for a number of years Success planning starts within the sales cycle and gets pulled through the customer success team as the customer enters the customer journey The 'Success Plan' changes over time as the relationship with the customer changes 'Success Plans' should be thought about differently as yo...
How customer success teams can leverage 'Success Plans'
April 24, 2020 13:00 - 11 minutes - 7.94 MBA fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams... Success planning looks very similar to account planning that's been around for a number of years Success planning starts within the sales cycle and gets pulled through the customer success team as the customer enters the customer journey The 'Success Plan' changes over time as the relationship with the customer changes 'Success Plans' should be thought about differently as yo...
How customer success teams can leverage 'Success Plans' | Dave Duke, MetaCX
April 24, 2020 13:00 - 11 minutes - 8.09 MBA fun back and forth with Dave Duke of MetaCX around the Idea of 'Success Planning' for customer success teams... Success planning looks very similar to account planning that's been around for a number of years Success planning starts within the sales cycle and gets pulled through the customer success team as the customer enters the customer journey The 'Success Plan' changes over time as the relationship with the customer changes 'Success Plans' should be thought about differently as yo...
Sales transition and tools for collaboration between customer success and product (CS Leadership Office Hours)
April 21, 2020 14:00 - 43 minutes - 30.1 MBWhat % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this? Organizations need to incentivize looking for long term goals instead of short term revenue Potential ideas to help when working with sales: For the good customer (within ICP), Pay more incentives; while for customers who are not within ICP, the Sales team gets fewer commissions. Align compensation to milestones of the customer journey Commission variable according t...
Sales transition and tools for collaboration between customer success and product | CS Leadership Office Hours
April 21, 2020 14:00 - 44 minutes - 30.3 MBWhat % of churn happens because of over-selling or poor client onboarding, and what process/tools are used to solve this? Organizations need to incentivize looking for long term goals instead of short term revenue Potential ideas to help when working with sales: For the good customer (within ICP), Pay more incentives; while for customers who are not within ICP, the Sales team gets fewer commissions. Align compensation to milestones of the customer journey Commission variable according t...
Building community within your B2B SaaS industry
April 20, 2020 11:00 - 20 minutes - 14 MBThere's an opportunity to build and cultivate a community within your B2B SaaS Industry. The COVID Pandemic could be the catalyst needed to spin up a community that can become an aspect of your customer success strategy. Communities can be a way to support the long-tail of your customer-base but It needs to be broader than just your product This needs to be a full-time dedicated job to build, cultivate and engage with the community Make communities valuable -- what Is the hard-hitting, ...
Connecting Customer Success and Finance in B2B SaaS | Carl Yost, Black Diamond Advisory
April 16, 2020 11:00 - 24 minutes - 16.8 MBJay and Jeff bring on Carl Yost of Black Diamond Advisory to talk about the Importance of customer success and finance building a relationship. Forecasting models have become daily exercises that help finance teams operate the business Customer success should be creating a 'pacing-model' that can layout assumptions and adjust as time goes - this can be beneficial to finance teams Revenue operations Is becoming a larger-trend In organizations -- retail operations has taken a similar appro...
Connecting Customer Success and Finance in B2B SaaS
April 16, 2020 11:00 - 24 minutes - 16.6 MBJay and Jeff bring on Carl Yost of Black Diamond Advisory to talk about the Importance of customer success and finance building a relationship. Forecasting models have become daily exercises that help finance teams operate the business Customer success should be creating a 'pacing-model' that can layout assumptions and adjust as time goes - this can be beneficial to finance teams Revenue operations Is becoming a larger-trend In organizations -- retail operations has taken a similar appro...
Internal Communication and Board Reporting during COVID
April 13, 2020 14:00 - 18 minutes - 12.8 MBJay and Jeff take some time to hit on Internal Team Communication and Board Reporting: Internal Communication Find ways to share the hypothesis and tactics that have been Implemented - possibly release this company-wide and Mondays/Fridays so everybody knows whats happening Find Intimate 1v1 ways to record a video and share It with an Individual, a team or customers when trying to give updates Board Reporting Focus on the retention forecast Focus on the upcoming renewals Leverage the...
Building relationships during uncertain times | ClientSuccess Webinar
April 10, 2020 19:00 - 55 minutes - 38.1 MBJay joins Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Jay shares a few Insights we've picked up from the market on how to engage with customers during this crisis. Then after about 20 minutes there Is a Q&A with the audience to hit on relevant topics to CS leaders. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more...
Building relationships during uncertain times
April 10, 2020 19:00 - 55 minutes - 38 MBJay joins Mark Stoddard and Dave Blake of ClientSuccess as part of their CS Leadership Webinar Series. Jay shares a few Insights we've picked up from the market on how to engage with customers during this crisis. Then after about 20 minutes there Is a Q&A with the audience to hit on relevant topics to CS leaders. -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more...
How the job market will impact companies and individuals
April 08, 2020 20:00 - 15 minutes - 10.3 MBJay and Jeff sit down to talk about the job market at B2B SaaS organizations during this pandemic. A couple of quick hits: Individuals need to find ways to stand out (LinkedIn connections, building a 'new version' of the resume) Organizations need to be forecasting so that they can have the right staffing model -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organizations build growth & retention strategies. Learn more a...
Changing metrics and strategies | CS Leadership Office Hours
April 08, 2020 20:00 - 47 minutes - 32.8 MB-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- Customer Engagement Modification: More human touch has been inserted into most companies tech-touch segments. Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers. Messaging to customers sh...
Changing metrics and strategies (CS Leadership Office Hours)
April 08, 2020 20:00 - 47 minutes - 32.6 MB-- If you'd like to join CS Leadership Office Hours, sign up here: https://tiny.cc/csofficehours -- Customer Engagement Modification: More human touch has been inserted into most companies tech-touch segments. Further segmentation by industry, region, etc has been deployed to support customers that are experiencing business disruption For booming industries, the lessons learned from tech touch have been applied up market to address the influx of new customers. Messaging to customers sh...
Contract flexibility options to discuss with your team | CS Leadership Office Hours
April 02, 2020 11:00 - 48 minutes - 33.2 MBIn Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap: Contract Flexibility Levers available when talking with clients about account freezes or pricing reduction requests: Contract Term Length Discounts and Free Services Evaluating Pricing Structure Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product usag...
Contract flexibility options to discuss with your team (CS Leadership Office Hours)
April 02, 2020 11:00 - 48 minutes - 33.1 MBIn Session 2 of our CS Leadership Office Hours, we shifted away from a panelist and more Into group discussion to get free-flowing Ideas. Here's a quick hit recap: Contract Flexibility Levers available when talking with clients about account freezes or pricing reduction requests: Contract Term Length Discounts and Free Services Evaluating Pricing Structure Some objectivity during this time is still warranted as you enter contract negotiations. Looking at their industry, product usag...
Customer engagement during the COVID pandemic | CS Leadership Office Hours
April 02, 2020 11:00 - 48 minutes - 33.1 MBIn Session 1 of our CS Leadership Office Hours, we had a panel talk through how to engage with both customers and employees during the COVID pandemic. Thanks to our panelists: Megan Bowen, Platterz Ziv Peled, AppsFlyer Aaron Thompson, SuccessHacker Sheryl Hawk, Customer Imperative Customer Engagement Customers are going to remember who was a partner and willing to ride this out with them! CSMs need to be acutely aware of their customers. needs at this time, reaching out with tailore...
Customer engagement during the COVID pandemic (CS Leadership Office Hours)
April 02, 2020 11:00 - 47 minutes - 32.9 MBIn Session 1 of our CS Leadership Office Hours, we had a panel talk through how to engage with both customers and employees during the COVID pandemic. Thanks to our panelists: Megan Bowen, Platterz Ziv Peled, AppsFlyer Aaron Thompson, SuccessHacker Sheryl Hawk, Customer Imperative Customer Engagement Customers are going to remember who was a partner and willing to ride this out with them! CSMs need to be acutely aware of their customers. needs at this time, reaching out with tailore...
Setting up a health score that means something (Chris Hicken, 'nuffsaid)
March 27, 2020 16:00 - 35 minutes - 24.7 MBJay and Jeff sit down with Chris Hicken, CEO of 'nuffsaid, to discuss health scores. Typically they become complicated, lagging Indicators and unrecognizable for teams - Chris helps us look at what factors represent leading Indicators and how teams should be thinking about placing a health score on their accounts. -- Big shoutout to Chris Hicken and the 'nuffsaid team -- This podcast is brought to you by Jay Nathan and Jeff Breunsbach of Customer Imperative, where we help B2B SaaS organiz...